Complex Repairs Case Officer

Ealing Council have an exciting new full-time, permanent position for a Complex Repairs Case Officer. Our housing asset management team is dedicated to ensuring decent, healthy, and sustainable homes for the future of our community. The Complex Repairs Case Officer role is responsible for liaising with a range of contacts to coordinate case management, ensuring effective and timely completion of legal disrepair cases under the Complex Repairs Delivery function. As the Complex Repairs Case Officer you will:

• provide dynamic case management in support of the Complex Repairs Delivery function, ensuring works are carried out effectively and timely, aligning with the service's vision and values.
• address and resolve disrepair, complaints, and dissatisfaction cases confidently, ensuring satisfactory outcomes.
• oversee the operational delivery of case management for all legal disrepair and complex repair works, maintaining effective records to optimise performance, cost, and risk.
• manage the diagnostics service, ensuring all reports of damp and mould are addressed according to policy, and remedial works are tracked, appointed, coordinated, and completed within set timescales.
• ensure compliance with health and safety legislation and regulations, embedding safe working practices in daily operations.
• ensure the customer's voice is central to all decisions and actions related to the repairs experience.
Our ideal Complex Repairs Case Officer will have skills and experience that includes


• Educated to degree level or equivalent or a related discipline and/or the ability to demonstrate relevant experience
• Demonstrable knowledge of complex cases in a social housing environment, including an understanding of Housing Disrepair protocols and of Occupational Therapy considerations for housing design.
• Track record of effectively dealing with complex cases
• Excellent customer service and negotiation skills to deliver outstanding customer experiences.
• Proven ability to effectively analyse trends, extract lessons learned and generate improvement ideas.
• Experience in implementing and delivering improvements to service processes.
• Understanding of the importance of teamwork to unlock potential and harness talent, contributing to a collaborative work environment.